This is a very great topic that comes up often in all industries and all sizes of businesses. And the slogan goes “all customers are right”. I believe that is a lie and I will argue this all the way to my grave.
I’ll tell you why.
Each business is important and valuable to the customer in a certain way. But they all do something in common which is how they can produce a product or service competitively. Now, when a customer makes a request that is not in line with the businesses, it is important for the business to catch these red flags. The business must stay true to who they are and not cave into the customer’s unruly demands. It is ok to be stern with the customer. If not, it ends up being a snowball effect.
If you’re running a business, you have limited resources. So, no matter how dissatisfied the customers are with your work, there’s an extent to what you can offer. And the customers have to understand this. All of us have limited time, so if we continue to indulge in the endless customer demands, we wouldn’t get anything done.
Some customers want to make you and your business miserable. Sometimes, you have no more left to give. And even when you’re all dried out, these customers would keep making demands.
After doing all you can, move on. Not all customers are right. There’s no reason to feel guilty about this. You’ve got to remember that a particular unruly customer isn’t the only one you’re catering to. While providing all you can to them and then some, you’re deducting your resources from some other valuable customer.
Not every customer comes to you with adequate research. But they’ll be sure to look like know it all’s. The only people who know about your services are you and the employees who work in your business. But some customers would come by and act like they know everything about your services.
Customers may be king, but not all customer are right. You need to train your staff to build up some good customer relationship management skills to pursue all the customers in specific ways. If you can deal with particular customers in customized ways, the whole process becomes easy.
If your customer comes in and demands something you don’t have, you have to turn down their request with your cost-benefit analysis. Sometimes, things may even worsen if you allow the customers to think that they’re always right.
Make them understand that you are the expert. But don’t come off too annoying. If you can express your thoughts in a smart way, you might not lose that customer, after all.
Customers may be king, but if your employees have to go through trouble because of one misbehaving customer, the blame’s on you. You can’t expect your employees to continuously deal with the customers’ unfulfillable demands and remain happy with their jobs. They’re human beings too.
Grumpy customers won’t hesitate before letting it all out on your precious employees. Not everyone wakes up on the right side of the bed every day. So things can quickly get out of control if you aren’t careful. If you’re running a small business, you probably have constant meetings with your employees.
If you come out like a boss who makes the employees’ lives miserable, you won’t have any more employees left to work for you. You must stand by your employees whenever someone wants to “speak to the manager.” Customers are incredibly important, and there’s no denying that. But your employees make up your total workforce. So if they even feel the slightest discomfort while working for your company, their relationship with you will change forever.
Don’t put down your employees while receiving a complaint from your customers. Evaluate the customer and check if the complaint is valid. Don’t rebuke the employee for something they did not do. Because not all customers are right.
Customers Win when You Give In
Albeit you want the customers to feel like winners when they’re taking your services, you can’t allow them to ruin your business environment. When the customer is meaninglessly complaining repeatedly, a whole new dispute arises between the management and the employees. This results in absolutely null productivity.
When you’re giving in, the authority’s power feels like nothing. And the customer will start to feel like they deserve all the service they want at any expense. When something of this sort begins to happen, the employees often feel down and develop a strong disinterest in working for your company. If they get the slightest feeling of being put second to customers for something they did not do, they will switch jobs at the first moment they get.
So if you can keep on supporting and standing by the employees who give it their all to work for your company, you’ll eventually get loads of happy customers. You don’t have to put everything at risk because one customer said they don’t like how the employee talks.
Not Every Customer is Important
You might’ve had a shock when you read this one. But this is quite true because not all customers are right. Although from a manager’s perspective, every customer should count. But you need to evaluate the customers too—some people just like wasting other peoples’ time. And you do not want to classify these people as customers.
There are a lot of examples of bad customers. They can harm you and your business in several ways. These are the customers who require above-average resources. You’ll have to include your time as a resource too. Some customers love messing with the employees and gradually lowering their morale.
If you can keep your employee morale high, they’ll be able to support your more extensive group of customers with absolute commitment and dedication. The stress level of each employee skyrockets whenever they have to deal with a troublemaker. You might feel hesitant to move on from that particular customer, but this step will certainly help you out in the long run.
You still might not agree with us in this section, but you have to try it out to find out. Wrong customers can cause a worse dent in your business than you can imagine. So it’s best to move on respectfully.
The Principle Isn’t Sustainable
Trust me on this one. You can’t expect to sustain your business if you plan on keeping up with the “customers are always right.” There are many compromises that you have to make as a business owner or a manager. And moving on from wrong customers is a must.
Even if you somehow manage to pull all the rabbits out of your hat for one specific customer, you will face a significant loss in terms of resources. You’re probably not getting a high return out of that customer anyway. On the other hand, if you could have distributed those resources equally among some other customers, you could’ve been better off. So this principle is not one to live by if you want your business to sustain in the long run.
The Customer Is Wrong
There, I said it. Not all customer are right. Sometimes, you can’t even conclude things with logic. Some wrong customers won’t hesitate to make up their logic to prove to you how you’re not running the business well. These are the times when they’re flat out wrong.
Some customers may come to avail your service with a pretty bizarre and unrealistic expectation. So what do you do then? You have to learn to work out a doable conclusion. You can’t just expect them to understand your point of view immediately. When you two can’t agree, you have to decline their requests respectfully.
Just make sure you make them feel validated. And don’t overthink about losing that customer. If you’re doing things right, you can easily make up for that lost revenue in no time.
You’ve got to remember one thing when you’re working on a project with the wrong customer. You might be able to offer a lot to the customers, but they wouldn’t know the extent to which you’ll be able to provide your services. You’ve got to communicate with them to make them respectfully understand things.
Some policies even take customers by surprise. Make them aware of those policies. This will eventually help newer people get used to the differences. Some customers don’t know the basics of the services or the preferred options, either. So you do have to go that extra mile at times. But don’t make a fool out of yourself while trying to please every single customer.
Listen to your customers and give feedback accordingly. Even if they are hesitant to understand, make them. Just don’t come off too shabby so you don’t lose a potential lifetime customer.
You Can’t Do Everything
What you need to get through to your head is that you’re no Santa. So once you start meeting every request the customer makes, you’ll run out of gifts to give. So be sincere towards the company and make sure your valuable resources aren’t getting wasted.
If the customer takes advantage of you then they are going to take advantage of another company. It’s kind of like the idea of a standardized mindset between all businesses to stand up for what they believe in. It’s important to not devalue your company by getting walked on by the customer. For one, you did not start that business to have that experience. And two, you started a business so you don’t have to listen to a boss.
So guess what? You’re the boss, and you have every right to fire that customer. It is okay to fire a customer because the customer is not always right. You’ll find that in the long run you are much happier. Your customers will respect you more and you will only deal with ones who respect you and your team. As a result, your customer base will be full of people who value your company and create profits you thought were not possible while firing customers.
Are you interested in talking more about firing your bad customers? I would love to chat about it with you! Shoot me a message and so we can brainstorm about it!